June 2, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the...
tractor failed too soon and the multiple repair attempts.
We apologize that Mr. [redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few months old. We reviewed the service orders and the notes related to the tractor. According to our records, the most recent repair was completed on May 17, 2017 and the technician replaced the engine. We contacted Mr. [redacted] to follow up on the tractor performance after the repair was completed. Mr. [redacted] confirmed that he has not had the opportunity to use the tractor since the final repair. Mr. [redacted] mentioned that he will not return to the area until November 2017. He will contact us if he continues to have an issue with the tractor. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:The venting issue is an excuse. The past two technicians from sears examined the vent and admitted there is no issue with the vent.Today I opened the venting completely. The dryer is now open to air without going through any ventilation.We had washer and dryers in the same place for over 20 years, never had an issue.The actual distance between the machine and the outside vent is 20 centimeter, that I already completely removed.The problem is defective electricals in the machine not the vent as was stated by two prior sears technicians.The machine has to be replaced.
Sincerely,
[redacted]
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. We apologize for the delay in responding to this complaint. We forwarded this matter to the Sears Vendor to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may email me directly at [redacted]
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: 11777562
I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shed. He has order another motor which is sitting in my shed. He have admitted to that he doesn't know what he is doing. That's when I realize Mr. Gary is wasting my time and his. I call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they have. That's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressor. Why do Sear keep sending him out here to more damage to my compressor. This is why I refuse him,because he told me himself he doesn't know what's wrong with it. He would practically spend half the day with me trying to work on it, to no avail.
Sincerely,
Willie [redacted]
Complaint: [redacted]
I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy. I highly suggest taking that off your website as it is very misleading. I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media. No need to reply for I am done with Sears Holdings. Easy to see why you are slowing going out of business.
Sincerely,
[redacted]
October 14, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple rescheduled...
service appointments for the repair of her washer and dryer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer and dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted Ms. [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointments. We advised Ms. [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contracts. Ms. [redacted] should receive a bank check within 2 – 3 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Michele D[redacted]
July 22, 2014
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 186[redacted]
Revdex.com File No: 945[redacted] George [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves to update you regarding Mr. [redacted] concerns regarding his...
HVAC unit. I have spoken with the Atlanta district office and had an installer out on Tuesday July 21, 2015. The installer's diagnosis is that the ductwork is not sufficient for the units to work as they should. As soon as I have confirmation of when repairs will take place I will be assure to update you accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: George [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2[redacted]
Chicago, IL 60611
Re: 945[redacted] - Maureen F. [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we have failed Ms. [redacted] expectations when she placed her order. We value her patronage and can understand her frustration with the delay in receiving a refund. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter we found that Sears Online Solutioins had processed a refund of $476.99 on July 8, 2015. The credit was issued back to Ms. [redacted]'s Visa account ending in 7324. For Ms. [redacted]'s records the refund receipt number is 012449700262. In the interim, since it is our understanding that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24th. It is just as I had requested with the original order. Sears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrect. I did request the left venting on the dryer with my original order. However, I am now satisfied that this problem is corrected by Sears.
Although I will say it took a really long time for Sears to do this for me.
January 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
dishwasher purchase. According to our records, Ms. [redacted] request was granted on a new order and she picked up the dishwasher on December 29, 2016. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I was almost promised additional discount due to the fact that I had to endure the worst kind of customer service and also waiting for 2 months to get my issue resolved. Please honor your word and give the additional discount after the item was received.
Sincerely,
[redacted]
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with several repairs to his...
washer and his request to receive a replacement. Our records indicate that Mr. [redacted]r has been assisted with his concerns by [redacted] in our Executive Complaint handling group. As of today, it appears that a replacement was authorized which means that Mr. [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $549.99 towards his new selection. The way it works is that if he selects a washer that has a sales price of $549.99 or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacement. If he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not used. With that said, since a replacement has been authorized and this was the resolution requested by Mr. [redacted]r, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...
regarding a recent order. According to our records, a full refund was issued to Mr. [redacted] on February 16, 2016. The refund should reflect within 3-5 business days. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2014
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX
Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home...
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
Pursuant to Mr. [redacted]'s request, we have issued request for his refund. The refund will be applied to the [redacted] e[redacted] card the member used to pay for the diagnostic charge of $74.28. I have confirmed with Mr. [redacted] that the refund resolves the matter for him.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been resolved, sears people were very professional and I am completely satisfied.
June 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the extended...
coverage she purchased for her appliances. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted our Protection Agreement Department to purchase extended coverage on her appliances. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. With that said, we are unable to provide Ms. [redacted] with extended coverage on her range at no additional cost. The amount Ms. [redacted] paid on April 17, 2017, provides her with a two-year Master Protection Agreement on her cook top and Repair Protection Agreements with two years of coverage on her freezer and refrigerator. While there may have been a misunderstanding at the time Ms. [redacted] purchased the aforementioned agreements, she has received the coverage that she paid for. If Ms. [redacted] wishes to cancel the agreements, we can issue a full refund, if no service has been provided under any of the agreements. Ms. [redacted] can send an email to [redacted] to have any or all of the agreements canceled. In the interim, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 8, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Anthony Disabatino
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
reschedules and parts delay for the repair of his refrigerator.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda[redacted]@searshc.com
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Ms. [redacted] rebuttal complaint regarding her return and non-receipt of a refund. As clarification, Ms. [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returned. As such, a refund was processed accordingly on February 5, 2016. For Ms. [redacted] records the refund receipt number is [redacted] Ms. [redacted] credit of $49.63 should post to her account within 3 to 5 business days from the 5th. However, each financial institution may have their own processing guidelines. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 2, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the...
tractor failed too soon and the multiple repair attempts.
We apologize that Mr. [redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few months old. We reviewed the service orders and the notes related to the tractor. According to our records, the most recent repair was completed on May 17, 2017 and the technician replaced the engine. We contacted Mr. [redacted] to follow up on the tractor performance after the repair was completed. Mr. [redacted] confirmed that he has not had the opportunity to use the tractor since the final repair. Mr. [redacted] mentioned that he will not return to the area until November 2017. He will contact us if he continues to have an issue with the tractor. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:The venting issue is an excuse. The past two technicians from sears examined the vent and admitted there is no issue with the vent.Today I opened the venting completely. The dryer is now open to air without going through any ventilation.We had washer and dryers in the same place for over 20 years, never had an issue.The actual distance between the machine and the outside vent is 20 centimeter, that I already completely removed.The problem is defective electricals in the machine not the vent as was stated by two prior sears technicians.The machine has to be replaced.
Sincerely,
[redacted]
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. We apologize for the delay in responding to this complaint. We forwarded this matter to the Sears Vendor to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may email me directly at [redacted]
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: 11777562
I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shed. He has order another motor which is sitting in my shed. He have admitted to that he doesn't know what he is doing. That's when I realize Mr. Gary is wasting my time and his. I call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they have. That's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressor. Why do Sear keep sending him out here to more damage to my compressor. This is why I refuse him,because he told me himself he doesn't know what's wrong with it. He would practically spend half the day with me trying to work on it, to no avail.
Sincerely,
Willie [redacted]
Complaint: [redacted]
I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy. I highly suggest taking that off your website as it is very misleading. I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media. No need to reply for I am done with Sears Holdings. Easy to see why you are slowing going out of business.
Sincerely,
[redacted]
October 14, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple rescheduled...
service appointments for the repair of her washer and dryer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer and dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted Ms. [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointments. We advised Ms. [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contracts. Ms. [redacted] should receive a bank check within 2 – 3 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Michele D[redacted]
July 22, 2014
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 186[redacted]
Revdex.com File No: 945[redacted] George [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves to update you regarding Mr. [redacted] concerns regarding his...
HVAC unit. I have spoken with the Atlanta district office and had an installer out on Tuesday July 21, 2015. The installer's diagnosis is that the ductwork is not sufficient for the units to work as they should. As soon as I have confirmation of when repairs will take place I will be assure to update you accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: George [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2[redacted]
Chicago, IL 60611
Re: 945[redacted] - Maureen F. [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we have failed Ms. [redacted] expectations when she placed her order. We value her patronage and can understand her frustration with the delay in receiving a refund. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter we found that Sears Online Solutioins had processed a refund of $476.99 on July 8, 2015. The credit was issued back to Ms. [redacted]'s Visa account ending in 7324. For Ms. [redacted]'s records the refund receipt number is 012449700262. In the interim, since it is our understanding that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24th. It is just as I had requested with the original order. Sears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrect. I did request the left venting on the dryer with my original order. However, I am now satisfied that this problem is corrected by Sears.
Although I will say it took a really long time for Sears to do this for me.
January 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
dishwasher purchase. According to our records, Ms. [redacted] request was granted on a new order and she picked up the dishwasher on December 29, 2016. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I was almost promised additional discount due to the fact that I had to endure the worst kind of customer service and also waiting for 2 months to get my issue resolved. Please honor your word and give the additional discount after the item was received.
Sincerely,
[redacted]
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with several repairs to his...
washer and his request to receive a replacement. Our records indicate that Mr. [redacted]r has been assisted with his concerns by [redacted] in our Executive Complaint handling group. As of today, it appears that a replacement was authorized which means that Mr. [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $549.99 towards his new selection. The way it works is that if he selects a washer that has a sales price of $549.99 or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacement. If he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not used. With that said, since a replacement has been authorized and this was the resolution requested by Mr. [redacted]r, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...
regarding a recent order. According to our records, a full refund was issued to Mr. [redacted] on February 16, 2016. The refund should reflect within 3-5 business days. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2014
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX
Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home...
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
Pursuant to Mr. [redacted]'s request, we have issued request for his refund. The refund will be applied to the [redacted] e[redacted] card the member used to pay for the diagnostic charge of $74.28. I have confirmed with Mr. [redacted] that the refund resolves the matter for him.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been resolved, sears people were very professional and I am completely satisfied.
June 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the extended...
coverage she purchased for her appliances. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted our Protection Agreement Department to purchase extended coverage on her appliances. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. With that said, we are unable to provide Ms. [redacted] with extended coverage on her range at no additional cost. The amount Ms. [redacted] paid on April 17, 2017, provides her with a two-year Master Protection Agreement on her cook top and Repair Protection Agreements with two years of coverage on her freezer and refrigerator. While there may have been a misunderstanding at the time Ms. [redacted] purchased the aforementioned agreements, she has received the coverage that she paid for. If Ms. [redacted] wishes to cancel the agreements, we can issue a full refund, if no service has been provided under any of the agreements. Ms. [redacted] can send an email to [redacted] to have any or all of the agreements canceled. In the interim, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 8, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Anthony Disabatino
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
reschedules and parts delay for the repair of his refrigerator.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda[redacted]@searshc.com
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Ms. [redacted] rebuttal complaint regarding her return and non-receipt of a refund. As clarification, Ms. [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returned. As such, a refund was processed accordingly on February 5, 2016. For Ms. [redacted] records the refund receipt number is [redacted] Ms. [redacted] credit of $49.63 should post to her account within 3 to 5 business days from the 5th. However, each financial institution may have their own processing guidelines. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation